Job Description

JOB TITLE:

Passenger Service Representative (PSR)

LOCATION:

Orlando, FL

DEPARTMENT:

Operations

REPORTS TO:

Alfredo Gumbs

FLSA STATUS:

Non-Exempt

SUMMARY: Responsibilities include, but are not limited to, overseeing passenger station operations following Federal Aviation Administration Regulations (FARs), internal regulatory agencies, all operating procedures, and Transportation Security Administration (TSA) full program under 49 CFR 1544.101(a).

ESSENTIAL FUNCTIONS:

· Ensures all above-and-below wing personnel (both organic and contracted) adhere to procedures and policies in passenger service, ramp handling, load planning, aircraft cleaning and provisioning and quality assurance

· Ensures NAL Passenger Operating Manual (POM) are current and adhered to

· Bind all NAL personnel and contracted service providers to an action or finding when acting as an Agent of NAL’s certified Compliant Resolution Officers

· Oversees station check-in agents responsible for ticketing, boarding and cargo ops

· Sustain all regulatory hazmat and safety inventory and storage regulations

· Ensures that all line stations (above-and-below wing) are conducting operations safely

· Maintain accurate and comprehensive safety training and safety record

· Manages storage, stocking of point of dry-good supplies; ensures accuracy of required quantities

· Ensures airport contracts are strictly adhered

· Provides all station-status reports regarding ticketing, passengers, sales information, quality of passenger boarding and check-in procedures

NON-ESSENTIAL FUNCTIONS:

N/A

SUPERVISORY RESPONSIBILITIES:

N/A

COMPETENCIES:

· Demonstrated ability to positively interact with airport contractors supporting NAL flight ops

· Ability to problem solve difficult customer service issues and complaints

· Ability to adapt to changing conditions and directions

· Ability to work under pressure in fast-paced team environment maintaining positive attitude

· Excellent interpersonal, verbal and written communication skills

QUALIFICATIONS:

• High School Diploma or General Education Development (GED) Diploma required
• Able to obtain local airport Security Identification Display Area (SIDA) Badge
• Must pass 10 year background check which includes fingerprinting, pre-employment drug test, and criminal history records check (CHRC)
• Military/Civilian passenger service experience a plus; may be on plane for several days.

MENTAL REQUIREMENTS:

• Ability to summarize and effectively present information to customers
• Ability to work on problems of moderate scope and analyze data/situations

COMPUTER SKILLS:

• Proficient with Microsoft Word, excel, PowerPoint, Outlook, and Internet Explorer
• Check-in ticketing and boarding equipment to include POS equipment

PHYSICAL DEMANDS:

• Moderate activity handling objects up to 50 pounds occasionally and/or up to 20 pounds frequently. (Medium)
• Frequently moves and distributes passenger luggage
• Constantly positions self to work in warehouse environments

WORK ENVIRONMENT:

• Works inside the terminal at check-in counters overseeing gate agents
• Works inside aircraft during aircraft provisioning process and during boarding process
• Works inside the ramp-side storage area managing aircraft supply inventory
• Exposed to outside weather ranging from tropical heat/humidity to northern tier cold/ice

TRAVEL/OTHER REQUIREMENTS:

· Must be willing to travel domestically and internationally

· Valid, unrestricted Passport with ability to travel in/out of the United States

NATIONAL AIRLINES IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER. ALL QUALIFIED APPLICANTS WILL RECEIVE CONSIDERATION FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, SEXUAL ORIENTATION, GENDER IDENTITY, NATIONAL ORIGIN, DISABILITY, PROTECTED VETERAN STATUS, OR ANY OTHER LEGALLY PROTECTED STATUS. WE PROHIBIT DISCRIMINATION IN ALL ASPECTS OF EMPLOYMENT, INCLUDING RECRUITMENT, HIRING, COMPENSATION, BENEFITS, TRAINING, TERMINATION, PROMOTIONS OR OTHER CONDITIONS OF EMPLOYMENT OR CAREER DEVELOPMENT. WE TAKE AFFIRMATIVE STEPS TO HIRE AND ADVANCE FEMALES, RACIAL MINORITIES, PROTECTED VETERANS AND INDIVIDUALS WITH DISABILITIES. WE OFFER REASONABLE ACCOMMODATIONS WHERE NECESSARY TO CANDIDATES FOR EMPLOYMENT AND TO OUR QUALIFIED EMPLOYEES WITH DISABILITIES.

Company Description

At National Airlines, we provide an enhanced passenger travel experience, air mile after air mile. Our uncompromising quality, unrelenting service, and unmatched agility set us apart as one of the market’s most elite passenger airlines. We travel farther, move faster, and arrive on time with a focused commitment to safe performance. From the runway to the horizon, National provides a world class flight experience. National is committed to customer care. We believe our passengers are the most precious cargo that an aircraft can carry, and therefore we treat each individual as an elite global VIP. From the dedicated service of our in-flight crew to the undeniable beauty of our aircraft, we focus on the details. National Airlines is also one of the world’s premier air charter service providers. Our expansive global network extends world wide, enabling us to provide on demand service to people or groups at a moment’s notice, anywhere in the world.